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As one of the world’s largest banking and financial services organisations, HSBC has been connecting customers to opportunities since 1865. With operations in 63 countries and territories, HSBC’s unparalleled international network links developed and emerging markets, and spans the world’s largest and fastest-growing trade corridors. The bank serves more than 40 million customers through its commercial, retail, investment and private banking businesses, which are supported by operational and functional teams around the world. Principal Accountabilities and Responsibilities ( e.g., for Business, Customers and Stakeholders; internal control environment, etc.) Lead end-to-end research programs aligned to strategic business and customer outcomes. Design, plan, and execute qualitative and quantitative studies, including usability testing, interviews, surveys, and ethnographic research. Collaborate closely with design, product, analytics, and other teams to frame research questions and integrate insights across discovery to execution. Develop and test prototypes, mock-ups, and value propositions to validate concepts and usability. Synthesize diverse data sources — internal feedback, customer sentiment, market trends, and digital analytics — into actionable insights. Present compelling research narratives and design recommendations to senior stakeholders and cross-functional teams. Coach, mentor and consult with colleagues to improve research literacy, allowing them to conduct end-to-end usability testing with established frameworks and best practices. Manage research vendors, partners, and platforms, ensuring quality, scalability, and impact. Champion ethical research governance, risk mitigation, and compliance with data privacy and conduct standards. Monitor and integrate emerging research methodologies, AI/ML technologies, automation tools, and digital metrics to enhance research capability. Drive continuous improvement by linking research activity to measurable business and customer outcomes. Foster an inclusive, diverse, and collaborative research culture that respects multiple perspectives and drives innovation. Leadership & Teamwork Promote and enable an inclusive and diverse culture that respects and values differences. Work collaboratively to ensure the team leverages each other’s areas of strength and development. Build trusted relationships with key stakeholders, leading to stronger collaboration within the project. Functional Knowledge Proven experience (2 to 5+ years) in UX, design, or behavioural research across the product lifecycle. Deep expertise in qualitative and quantitative research methods, usability testing, and data synthesis. Strong communication and stakeholder engagement skills with ability to translate insight into business impact. Familiarity with research and collaboration tools (e.g., UserTesting, Dovetail, Miro, Figma). Understanding of digital customer behavior, accessibility, and customer journey analytics. Experience coaching or building research capability within multi-disciplinary, agile teams. Knowledge of research governance, ethical standards, risk management, and data privacy in regulated environments. Openness to or experience with emerging technologies, including AI/ML, automation in research, and ResearchOps practices. Strategic mindset with ability to anticipate market trends, competitive landscape, and evolving customer needs. Commitment to inclusive design principles and fostering a diverse team culture. Flexible, proactive, and customer-centric approach to evolving research demands. If you are interested in this role, click “Apply”